Hot topic! Another query from a member:
The regulations have become more vague, and with the removal of the abandoned %, how are other users planning on managing compliance. Ofcom is advising that if a user’s conduct puts them on Ofcom’s radar, then any abandoned % will factor in the overall investigation. How do other members plan to evidence…[Read more]

Another query from one of our members:
Ofcom regulation now covers IVM [outbound calls from a dialler that use an IVR as the agent]. Are there any users who utilise IVM? I would be interested in any group members thoughts on whether we could continue to use IVM. As transfer response rates fluctuate, it is difficult to guarantee a customer will not…[Read more]

Another query from one of our members:
Ofcom regulation now covers IVM [outbound calls from a dialler that use an IVR as the agent]. Are there any users who utilise IVM? I would be interested in any group members thoughts on whether we could continue to use IVM. As transfer response rates fluctuate, it is difficult to guarantee a customer will not…[Read more]

Hello user group members. One of our members has posed the query:
“Now that Ofcom have advised we should no longer work to the 3%, are users going to implement a working best practice abandoned %?”
Please comment and post your thoughts/opinions. Thanks!

Hello again all. More challenges out there for all of us. I just read on Sky News that BT has released another new product, “BT Call Protect” that any BT customer can activate for free. Here is the news article from Sky News, and here is a link to BT’s web site that describes the product more in depth. Any thoughts from anyone on how this may…[Read more]

Hello again all. More challenges out there for all of us. I just read on Sky News that BT has released another new product, “BT Call Protect” that any BT customer can activate for free. Here is the news article from Sky News, and here is a link to BT’s web site that describes the product more in depth. Any thoughts from anyone on how this may…[Read more]

I sent a mass email to users that subscribed to our web site as of 28 December 2016 containing a link to the new Ofcom Persistent Misuse Policy published in December 2016 and going into law 1 March 2017. Please make sure you read the document and pass on the link to your compliance department.

It has been a difficult process, but our user group web site has finally been moved to a faster web host (Site Ground). The speed is amazing compared to before where you could take a tea break in the time it took […]

There is a new service being offered by BT called “CallGuardian Service.” This new service, that BT customers who have both landline and broadband service can purchase, provides the customer with a call screening service. This service will intercept calls from telephone numbers that aren’t recognised by the customer, playing them a p…[Read more]

An article that was published on Sky News that is about the new Ofcom policy going into law 16 May 2016. This law is regarding companies that place cold calls to consumers, REGARDLESS of whether the call centre is located in the UK or overseas. The fines are eye-opening.

One of our members contacted me today about a story on BBC.com (David heard it on the radio this morning as well).

BT are now going to offer their customers free call diversion to stop nuisance calls. Calls identified by the customer will be routed to a junk voicemail box going forward. Click on the link below to read the…[Read more]

Hello All! I checked with Dave Nicholls to see if there had been a change to the deadline, and they have. The deadline has been moved to 24 February 2016. So please, ask questions, have discussions, and most importantly, respond to the consultation. Thank you.

*DAVE NICHOLLS POSTED THIS RESPONSE (I had to re-post this for him, and since he is helping to answer questions, I included his name):

Hi,

I am not a lawyer, but in the past Ofcom have pointed out that they are constrained by the Communication Act 2003, which gives them their powers, and so can’t treat different call types in different w…[Read more]

Hello User Group members. I sent an email asking if any of the members would find it helpful to have an anonymous forum in which questions could be raised about Ofcom and the Consultation that requires a response before 10 February 2016. I have had an overwhelming YES response. So here we are!

Hi everyone! I have a question that I am often asked and would like your opinion on, since you are the people using the system day in and day out.

I spoke about reporting at the User Group Conference and many current and potential customers ask which is better for overall performance analysis: PC Analysis or Analyst? My opinion has always be…[Read more]